Client Experience

3 weeks ago

Edinburgh, United Kingdom BlackRock Full time

Description

About this role

Technology & Operations

BlackRock is one of the world’s preeminent asset management firms and a premier provider of global investment management, risk management and advisory services to institutional, intermediary, and individual investors around the world.

BlackRock offers a range of solutions — from rigorous fundamental and quantitative active management approaches aimed at maximizing out-performance to highly efficient indexing strategies designed to gain broad exposure to the world’s capital markets. Our clients can access our investment solutions through a variety of product structures, including individual and institutional separate accounts, mutual funds and other pooled investment vehicles, and the industry-leading iShares® ETFs.

Global Invoicing Services overview:
Provides a single point of contact and is accountable for all aspects of our client’s deliverables that support the ongoing client experience relating to the provision of client invoicing solutions and superior client service. Client Invoicing Services provide management and performance fee invoices for institutional separately managed account clients and retail relationships located in the Americas, EMEA and APAC (excluding Japan)

The role being recruited will lead a regional and/or global Invoicing Solutions & Services team, working as part of the Global Functional leadership with a focus on managing and delivering Complex Solutions and a superior client service product with oversight of activities across the regional locations.

As a global leader, BlackRock’s principles inform and drive our efforts, including: We operate our business with a fiduciary mindset, focused on putting our client’s interest first; We are passionate about our work and intensely focused on performing at the highest levels; We challenge ourselves and each other to collectively raise our game; And, we focus on continuous innovation to bring the best of BlackRock to our clients.

Role Responsibility
- Support clients through the Onboarding and change lifecycle, working closely with Contracting, operational and client service teams to deliver mutually agreeable billing contract provisions that are operational compliant and appropriately risk-controlled.
- Provide end-to-end governance and monitoring of the billing onboarding function, including partnership with Contracting to evolve the contractual term library, simplify contract language, improve menu service cards, and proactive monitoring through metrics.
- Demonstrate technology and innovation accumen to improve the client and user experience related to client invoicing through people, process and technology initiatives.
- Exemplify a commercial mindset that strikes the delicate balance between delivering for our clients and managing risk for the firm.
- Plan and manage a team responsible for delivering to complex client deliverables, ensure timely and accurate distribution of all deliverables, while reducing key man dependencies and a self-sufficient evolution of the team.
- Partner with Global Functional leadership to implement a consistent, scalable and controllable operational platform.
- Build strong partnership with finance, Contracting, development teams and collaborate with client business stakeholders to improve product offering, quality and timeliness of product.
- Demonstrate risk awareness and focus on delivering an appropriate operational control framework around client deliverables including review and validation of monthly metrics.
- Drive the global Client Experience vision of ease and simplicity with empathy through a tailored local strategy.
- Build a customer-centric team culture relentlessly focused on customer success and user delight by emphasizing proactive user engagement.
- Grow and develop talent to be passionate and demonstrate emotional ownership.
- Work closely and collaboratively with functional CX Client Distribution Regional Heads to execute business priorities in the region through a globally consistent and locally relevant approach aligned to platform, process & talent
- Build and constantly develop your existing knowledge of the Business Operations’ functions and keep current on major activities being undertaken and challenges and successes that are being experienced.
- Be an operational thought leader within CX Operations Production Platform.
- Lead and manage a team of 20+ personnel across multiple locations and time zones
- Ensure compliance with CASS and SOX regulations as they relate to Client Distribution Services and take ownership for meeting the requirements of regular internal and external audits

Experience
- Bachelor's degree with preference to MIS, Business, Accounting, Finance, Economics, or related field
- A minimum of 15 years of experience Financial Technology, Consulting or Buy side firm, with strong understanding of financial markets and investment management.
- Senior leadership experience in an operational

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